Complaint Against e-Commerce Platforms: The business of e-commerce companies becoming increasingly popular in the country is continuously increasing, but with this questions are also being raised about the functioning of these platforms. There have been many such cases in recent months, in which additional fees are being charged from customers for choosing the Cash on Delivery (COD) option. Now the government has taken a tough stand on this and has intensified the investigation against such companies.

E-platforms came under government target

The Department of Consumer Affairs is checking the e-commerce platforms that charge additional charge on the option of cash payment from customers. Union Minister Prahlad Joshi recently called such cases “dark patterns” in a tweet – that is, misleading strategies that consumers are misled and made additional payment.

Joshi said that the government will take strict steps to protect the rights of consumers and make necessary improvements to increase transparency in the e-commerce sector.

“Handling Charge” being charged on cash on delivery

The controversy came to light when many consumers shared screenshots on social media, in which some companies charged additional fees in the name of “payment handling charge”. Many users on the X (X) platform also expressed displeasure over “Rain Fee” and other additional charges on apps like Zomato, Swiggy and Jepto.

After these complaints, the government is now in action mode on this issue. Joshi on Friday tweeted that these cases would be investigated in depth and strict action will be taken against the companies who are violating the rights of consumers.

Government in preparation for new law

The government has already warned e-commerce companies not to treat consumers inappropriate. Along with this, preparations are also underway to introduce new laws to stop activities like “dark patterns” and additional fee recovery.

The government’s goal is to ensure that consumers get complete transparency during purchases and they are not misled by hidden charges or misleading options in any way. Overall, the government is strictly expected on e-commerce companies that online shopping can be made more transparent and consumer-interest in the coming days.

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If you shop online and ever felt that the website forced you to take a decision, like “hurry, offer is over” or “The price was quietly increased without telling the extra charge”, then you are probably victims of dark patterns. Now the government has taken strict steps on this.

What are dark patterns?

Dark patterns means such designs or interface tricks, which make online buyers in deception and make them decide. These include cleverness like “Fals Arjesia” (such as false fear of limited stock), “basket sneeneg” (adding charge without telling) and “subscription trap”.

CCPA’s big step

The Central Consumer Protection Authority (CCPA) has given strict warning to all e-commerce companies to remove dark patterns from their platforms. For this, they have to audit themselves within 3 months and ensure that there is no fraud or misleading trade practice on their platforms.

The government wants companies to give declaration themselves that they are not involved in a dark pattern. This will strengthen confidence between consumers and online platforms and will make a fair digital ecosystem.

Action on those who violate guidelines

The CCPA has already issued notices to some e-commerce companies, which are accused of breaking dark pattern guidelines. The authority has clearly stated that it is keeping a close watch on such fraudulent design techniques.

JWG responsibility

The Department of Consumer Affairs has formed a joint working group (JWG), which includes representatives of ministries, regulators, consumer organizations and law university. This group will identify dark patterns on e-commerce and will inform the government regularly. Also, the campaign will be recommended to spread awareness among consumers.

13 dark patterns have been identified

The guidelines issued by the government in 2023 have identified 13 such dark patterns, which are usually used to confuse or cheat consumers on e-commerce and digital platforms. Their purpose is to force consumers to take such decisions, which they usually do not take.

False Urgency means creating an atmosphere of false hurry, such as “just a few minutes left”, so that you make shopping without thinking.

In basket sneaking, another product or extra charge is added to your cart without telling.

Confirm shaming occurs when you refuse an offer or service and you are shown a message to be ashamed, like “Do you really want to leave this magnificent deal?”

Subscription trap is the way in which a service is subscribed without giving you clear information and then it is difficult to cancel it.

Interface Interference means a design that you accidentally click that you did not want.

In bait and switch, you are brought to the site by luring a good offer, but in reality it is not available.

Drip pricing is a very common move, in the beginning low price is shown, but many hidden charges are added at the time of payment.

Disguised advertisements are advertisements that look like general information or content, so that you do not understand that it is Ed.

Nagging means sending notifications or popups for something again and again, so that you can accept it in compulsion.

In Trick Wording, such words are used that consumers are confused, such as “now” means “yes”.

Saas Billing is a software service trick in which you are charged again and again, even if you are not using it.

Rogue malwares are software that can enter your device without your knowledge and activate the data or activate unwanted services.

All these patterns have been identified by the government in the interest of consumers so that there is an atmosphere of transparency and trust on digital platforms.

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Dark pattern: Social media platforms Localcircles found in a survey conducted on Wednesday that many different sector platforms are using dark patterns to change consumer consumer behavior. According to the survey, information was received about the most dark patterns in travel, e-commerce, quick commerce, online banking and payment, OTT platforms, taxi apps.

In this way users are being taken into a bluff

Dark patterns often force users to take such decisions, which he does not really want to take. Due to this, you can get caught in the mesh of membership, you can be a victim of Hiden Charges or subscription. Forcing the user to take forced action or forced action in the most commonly used dark patterns. It is used 123 or 54 percent platforms. In this, it is usually pressured to download an app or give personal details during transaction.

Continuous attempt to cheat

Other 109 platforms or 48 percent were found using drip pricing. It is also known as Hidden Charges. In this, an extra charge is added to the absolutely final step of the transaction. In addition, about 76 (33 percent) platforms try to cheat by luring the user, 74 (34 percent) platforms use subscription trap, 58 (25 percent) people use interface interfensions and use 51 (22 %) platform ‘Confirm Shaming’.

No effect of guidelines

On these platforms, the strategy of harassing users repeatedly by saying the same thing is adopted or inadvertently implicated, users are forced to feel that they can be needed or needed a lot, in addition, many other maneuvers are also adopted. It was also mentioned in the report that despite all the guidelines and efforts from the regulators, there has been no decrease in the use of dark patterns.

Dark patterns are being used in them

Talking sector-wise, Edtech, online banking and payment, e-commerce, OTT, app taxi, food delivery, quick commerce, medicine and health services, airlines, movies/events were found to be found to be seven or more dark patterns. There were reports of four to six dark patterns in telecom, online gaming, digital lending, voice assistant, online insurance and recruitment/professional networking.

One to three dark patterns were identified in train ticketing, car rental, music streaming, mobile devices, online financial trading, and electric scooters. More than 2.3 lakh consumers of 392 districts said that dark patterns should be found on 228 Indian platforms.

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